Allianz Global Assistance
Roadside
assistance
standard plan
For Allianz Comprehensive
Motor Insurance
Allianz Global Assistance Roadside Assistance is provided by AGA
Assistance Australia Pty Ltd ACN 097 227 177 trading as ‘Allianz
Global Assistance’ (‘Allianz Global Assistance’).
Whenever you request roadside vehicle assistance under the
arrangements available to you as a roadside assistance member, you
will be making that request to Allianz Global Assistance and subject
to the following terms and conditions. By making a request to Allianz
Global Assistance for the provision of any of the services described
below, you will be agreeing to these terms and conditions.
Allianz Global Assistance Roadside Assistance –
Standard Plan
Allianz Global Assistance Roadside Assistance offers reliable and
secure roadside assistance 24 hours a day, 365 days a year.
Eligibility criteria
In order to be eligible for Allianz Global Assistance Roadside
Assistance, your vehicle must be a roadworthy well maintained
vehicle. Additionally, your vehicle must be mobile at the time
that you become an Allianz Roadside Assistance member. If your
vehicle is not a roadworthy well maintained vehicle, Allianz Global
Assistance’s Service Provider may still attend your call, but Allianz
Global Assistance will inform you of the cost that will be charged to
provide you with assistance. This cost will be your responsibility.
Tele-assist
Once our customer service assistant receives your call, Allianz
Global Assistance will provide general advice about the operation of
your vehicle. If your vehicle is immobilised, Allianz Global Assistance
will provide an over the phone diagnostic (where possible) to get
your vehicle mobilised.
Roadside assistance
If our customer service assistant is unable to get your vehicle
mobilised over the telephone, Allianz Global Assistance will dispatch
a service provider, up to 20 klms in metropolitan locations or up to
50 klms from the nearest attending service provider in regional and
remote locations.
Flat or faulty batteries
We will test batteries for their performance, jump start flat batteries
or coordinate battery replacement. We will not however be
responsible for the cost of a replacement battery (such as, but not
limited to, the supply and delivery of a battery).
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Emergency fuel delivery
In the event that your vehicle has run out of fuel, Allianz Global
Assistance will deliver sufficient petrol or diesel fuel for the vehicle
to travel to the nearest available refuelling facility. In the case of LPG
fuelled vehicles, Allianz Global Assistance will tow the vehicle to the
nearest re-fuelling facility.
Flat tyres
We will change a flat tyre using the vehicle’s serviceable spare
wheel or if necessary, transport the vehicle to an approved tyre
outlet or authorised repairer, whichever is the nearest. Should
additional services be required beyond this due to multiple flat
tyres, the spare tyre being unserviceable, replacement wheel studs/
nuts not being available or locking wheel nut key not available,
towing is provided free of charge up to the towing limits specified.
General roadside assistance
In any event, Allianz Global Assistance will not be responsible for
the cost of any parts or components for the roadside repair of
the vehicle, other than minor breakdown repairs to facilitate the
immediate mobilisation of the vehicle.
Emergency vehicle access
If an emergency situation arises and it is necessary to gain access
to the vehicle, Allianz Global Assistance will attempt to gain access
only after Allianz Global Assistance have obtained the member’s
written consent. We will not be responsible for any damage
incurred, or for any repair costs, resulting from gaining access to the
vehicle or moving the vehicle whilst it is locked.
Where Allianz Global Assistance cannot gain access to the vehicle,
Allianz Global Assistance will arrange to retrieve a spare key or
transport the vehicle to the member’s preferred repairer. A limit of
$150 (inc GST) will apply for this benefit.
Towing/transportation
If the vehicle cannot be mobilised at the breakdown location and/or
requires electronic diagnosis, Allianz Global Assistance will arrange
to have the vehicle transported to the member’s preferred repairer.
If the vehicle is outside a capital city or major regional town, Allianz
Global Assistance may use a road transport company to transport
the vehicle.
Towing is provided free of charge up to a limit of 20 klms from
the breakdown location in metropolitan locations or up to 50
klms from the nearest attending service provider in regional and
remote locations. That is, in regional and remote areas, Allianz
Global Assistance will meet the costs of the service provider to
travel and pick up an immobilised vehicle up to a maximum of 50
klms. All additional towing costs including subsequent tows are the
members’ responsibility.
If the vehicle has been fitted with a body that requires heavy
haulage towing due to height, width or length, Allianz Global
Assistance will coordinate towing for the vehicle. All costs are the
member’s responsibility.
Accident
Following an accident, Allianz Global Assistance will coordinate
towing arrangements and will also provide advice on standard
accident procedures. If required, Allianz Global Assistance will
coordinate alternative transport at the member’s cost to enable
them to continue their journey. All accident towing and alternative
transport costs will be the member’s responsibility. (Note that
these costs, subject to payment of any excess, may be recoverable
from the member’s insurance company under an appropriate
insurance policy).
Emergency message relay
As a result of a breakdown or accident, Allianz Global Assistance
will relay urgent messages to the member’s family, friends or
business associates likely to be affected or concerned by the
disruption or delay.
Exclusions and limitations
1. Allianz Global Assistance will not be responsible for any
additional or increased costs and expenses incurred as a result of
the vehicle being in a Remote Location.
2. Except to the extent caused by the negligent or wilful and
wrongful acts or omissions of Allianz Global Assistance or its
agents or service providers, Allianz Global Assistance is not
required to provide the roadside assistance services and will not
be responsible for any costs and expenses incurred as a result of:
a) the vehicle not being registered on the Allianz Global
Assistance Roadside Assistance system where customer data
is stored;
b) the vehicle being over 2.5 tonnes (GVM);
c) the vehicle being unregistered;
d) the vehicle being outside a service area;
e) the vehicle being unattended;
f) the vehicle being involved or connected to any form of
motor sports (including driving on a racetrack or competing
in organised road or off-road rallies);
g) vehicle abuse or neglect by the member (as reasonably
determined by Allianz Global Assistance);
h) the member failing to use reasonable care with the vehicle;
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i) failure by member to conduct regular preventative vehicle
maintenance or provision of inappropriate repair or
maintenance to the vehicle;
We are not responsible for any costs arising from work carried out
by a recommended repairer, and all repairs and costs for repairs
undertaken by the repairer are your responsibility.
j) repeated service calls due to member related faults;
Consequential loss
k) failure by the member to comply with any instructions or
directions provided with or attached to the vehicle;
We will not be liable for any indirect or consequential loss or
damage arising out of the provision or failure to provide any
benefits and services whether as a result of our negligence or
howsoever otherwise caused.
l) accident damage, classified as impact or collision of any
nature, attempted or successful threat or break in of the
vehicle (excluding the provision of (and cost of providing)
accident related services;
Transferring of benefit to another vehicle
m)failure by the member to comply with instructions
reasonably provided by Allianz Global Assistance or its agents
or service providers;
Your roadside assistance benefit is not transferable to any other
person or vehicle whether owned by you or not and if you cease to
be covered by the roadside assistance benefit no refund is payable
for the balance of the period of cover.
n) failure by the member to comply with any applicable road
laws or regulations;
Privacy
o) caravans or trailers;
p) bogged vehicles, except where access is available and is
trafficable by a two wheel drive recovery vehicle and no
other specialist equipment is necessary. Should specialist
equipment and/or towing become necessary, additional
costs are your responsibility. Drivers will be advised of this
condition prior to attendance by Allianz Global Assistance’s
service provider and provision of service is at our discretion;
Any personal information you provide is used by Allianz Global
Assistance and its agents to arrange your roadside assistance
and administer your and Allianz Global Assistance’s rights and
obligations in relation to it, including claims.
q) vehicles operating as taxis, limousines, rental vehicles,
hire vehicles;
This information may be disclosed to third parties involved in the
above process, such as car manufacturers, roadside providers,
claims handlers, health and help assistance service providers
(including service providers), your agents and Allianz Global
Assistance’s related companies. The use and disclosure of such
personal information provided to third parties will be limited to the
specific purpose for which it was supplied.
r) heavy haulage vehicles or vehicles that, in our opinion,
require a heavy haulage towing provider due to the length,
width or height of your vehicle.
When you give personal information about other individuals,
Allianz Global Assistance and its agents rely on you to have made or
make them aware:
s) Where Allianz Global Assistance incurs costs under this item
2, the member will be responsible for the cost and must
make payment in the amount and manner advised by Allianz
Global Assistance.
• that you will or may provide their information to Allianz
Global Assistance;
• the types of third parties to whom the information may
be provided;
• the relevant purposes Allianz Global Assistance and the third
parties will use it for;
• the parties to whom Allianz Global Assistance and the third
parties will disclose it to;
• how the other individuals can access it.
Conditions
The provision of service under the Allianz Global Assistance
Roadside Assistance is subject to:
• resources available in the area of breakdown;
• any circumstances beyond our control (including but not limited
to extraordinary delays caused by extreme weather conditions
such as snow fall and flooding);
• areas being trafficable by a two-wheel-drive recovery vehicle;
• severe vehicle accident or traffic congestion;
• restricted access area requirements;
• circumstances reasonably considered to be a force majeure event.
We have no obligation to pay for costs incurred in service calls
where your vehicle is immobile in a workshop undergoing repairs,
or undergoing mechanical or electrical repairs at your premises.
If it is sensitive information Allianz Global Assistance rely on you
to have obtained their consent on these matters. If you have not
done or will not do either of these things, you must tell Allianz
Global Assistance or its agents before you provide the relevant
information. You can seek access to and correct your personal
information by contacting us. If you do not agree to the above or
will not provide Allianz Global Assistance with personal information,
Allianz Global Assistance may not be able to provide you with its
services or products or may not be able to process your application
nor issue you with a policy.
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Definitions
In these terms and conditions, the following words have the
following meanings.
Accident: a vehicle damaged by impact or collision of any nature,
or by attempted or successful theft or break in to the vehicle.
Authorised repairer: a repairer nominated by Allianz Global
Assistance from time to time.
Breakdown: mechanical or electrical fault which has caused the
vehicle to be immobilised or become unsafe to drive (whether in
transit or otherwise). Breakdown can also include a flat tyre, flat or
faulty battery, a vehicle which has run out of fuel or keys which have
been locked in the vehicle or lost.
Call out: roadside assistance provided by a Allianz Global Assistance
customer service assistant over the telephone or, if the Allianz
Global Assistance customer service assistant is unable to get your
vehicle mobilised over the telephone, attendance at your vehicle
(subject to these Allianz Global Assistance Roadside Assistance
Terms and Conditions).
Emergency mechanical repair: a minor roadside mechanical
repair of an immobilised vehicle to facilitate the immediate
mobilisation of the vehicle. It does not include workshop repairs
which may require diagnostic equipment, parts or repairs and does
not include servicing of vehicles.
Restricted access area: an area that is protected by security and/or
other systems designed to prevent access by unauthorised people
and includes areas that Allianz Global Assistance does not have
permission to enter (including but not limited to airports, sporting
venues, protests, airports, and concerts).
Roadworthy well maintained vehicle: a vehicle that has all
safety-related components maintained in a manner that makes it
safe to drive on the road and is maintained and serviced by qualified
personnel to ensure performance is maintained.
Service area: an area in mainland Australia, Tasmania, Phillip Island
and any other area that is trafficable by a two-wheel drive recovery
vehicle or an island that is accessible by a two wheel drive vehicular
bridge (excludes ferries).
Service provider: a mobile mechanic, tow truck operator or
other roadside assistance provider nominated by Allianz
Global Assistance.
Serviceable spare: a wheel and tyre that is able to be fitted to your
vehicle to mobilise your vehicle after changing a flat tyre.
Vehicle: your nominated vehicle registered on the Allianz Global
Assistance Roadside Assistance system.
Allianz Global Assistance: AGA Assistance Australia Pty Ltd
ABN 52 097 227 177 trading as Allianz Global Assistance.
you or your: the Roadside Assistance member.
Home: Your home or business address as registered on the Allianz
Global Assistance Roadside Assistance system.
Recommended repairer: a repairer recommended by Allianz
Global Assistance to undertake workshop repairs to your vehicle.
Allianz Global Assistance is not responsible for any costs for work
carried out by a recommended repairer and all repairs and costs are
your responsibility.
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